Wild coast sun pathethic service

Good day,

Thank you for your email. Please note that i made a booking via the call centre for the 27 August 2021 and checking out on the 29 August 2021.The booking agent confirmed the booking was for a family room, garden facing. I requested the booking agent to make a note that i require a room at the beggining near the lift as my wife underwent an operation to her leg in 2020 December and she is still recovering. The booking agent confirmed that this will be noted and confirmed i wont have a problem as i have had a problem previously where the hotel confirmed no such note was made.

On the 11 August i contacted VIP desk at Wild Coast Sun and i was making a booking for the 20 August 2021 check out on the 22 August 2021 that's where i think the person from VIP desk an indian female interfered with my booking for the 27 August 2021.

I arrived at Wild coast on the 27 August 2021 at about 18:45 the african female at the front desk informed me that my booking was for a twin bedroom garden facing and it was a far distance away. ROOM number 271.I informed this person about my wife's condition and that i specifically requested this when i made the booking, i also informed her that the booking was for a family room, the clerk then told me that a lady from VIP desk made this booking and i told her that this is incorrect, i called the call centre and made the booking. That is when i realised that the VIP Desk messed up this booking. I asked the clerk if she expects my wife to walk so far bearing in mind her condition, she was not remorseful, sympathethic or tried to find a solution. That is when i was really upset and i told her i would report her, what upsetted me more was the fact that she then stated to me"this is the only room we have take it or leave it"i did use vulgar language as i was upset, as it seemed that sun international and Wild coast sun showed no interest in solving a situation that was clearly not my fault, the clerk could have handled the situation better.

I was so upset, the room that was given to me toilet was leaking continously, the shower was leaking and hitting onto the ceiling, the aircon was making a loud noise that i did not even get a good night sleep. I left the room at 08:00 on the 28 August 2021 and arrived back at 13:30 the room was not made. I then went to reception informed the duty manager, an african female of my experience regarding the clerk who was still on duty and if the room not being made and the faults. The duty manager apologised for the clerks behaviour and stated that she will deal with her. The duty manager confirmed that she will give me a call when the room is changed.

At about 18:45 i did not receive any call i went to the front desk and found Aaron the duty manager i told him i was still waiting for a call from the previous duty manager regarding changing the room, he did not even apologise he told me that she had left she is off duty and she will be back the following day. I was then given a card to the new room 325 without even assisting us to move our luggage and belongings to the new room, so we did not even move rooms.

It was one of the worst stays. I am quite upset that i have now been banned for a failure of your staff who clearly showed no empathy to the sutuation and who was also wrong. I know that 2 wrongs dont make a right, i apologise in this regard for my actions. The clerk could have handled the situation better especially has i was already upset but she entised me further. Her behaviour was also not acceptable.

I wish for the decision banning me be reversed and i undertake not to have such behaviour in the future. Please can you investigate what i am reporting as these are definate shortfalls from a customers care point of view.

Regards Kreban Govender Show quoted text Hello Sir,

Thank you for your comments. I have sent your email to Mr Irvan Shange our operations manager who will contact you in due course.

Thank you

Johnny

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